US Customer Delivery Project Manager

About the Role

AppGate Professional Services is looking for a customer-focused Customer Delivery Project Manager to lead the implementation of our Zero Trust Network Access (ZTNA) platform for US commercial customers. As the primary customer-facing lead for medium to large engagements, typically two to six months long, you will own delivery from project handover through production go-live and transition to Support and Customer Success.

This is a delivery leadership role, not a sales or account management position. You will manage scope, schedule, budget, deliverables, and expectations across structured, milestone-driven projects, working alongside AppGate engineers so they can stay focused on architecture, configuration, and customer enablement. Professional Services operates as a P&L, so this role directly influences project profitability, revenue realization, and services margin.

Success is measured by on-time milestone delivery, customer satisfaction at go-live and close-out, project financial performance, and clean handover to Support with complete close-out documentation.

Key Responsibilities

• Customer and Stakeholder Management
• •Serve as the primary AppGate point of contact for US commercial customers throughout service delivery, managing day-to-day requests and communication.
• •Build strong working relationships with customer IT and security teams, project sponsors, and executive stakeholders.
• •Lead status calls, milestone reviews, and stakeholder briefings so all parties have a clear, accurate view of progress, risks, and decisions required.
• •Manage expectations proactively, addressing scope, timeline, and deliverable questions before they become escalations.
• •Translate customer requests into actionable delivery tasks, assess feasibility, flag out-of-scope requests, and route them to the right internal resource.
• •Escalate risks and customer concerns early, with a clear recommendation.
• Delivery Execution
• •Manage multiple concurrent ZTNA implementations across US commercial customers.
• •Own service delivery end to end: scope, schedule, budget, milestones, deliverables, and resource coordination.
• •Maintain delivery documentation throughout each engagement, including project plans, status reports, risk logs, and go-live and close-out records.
• •Coordinate AppGate delivery engineers on each project, ensuring clear task ownership and removing blockers.
• •Run change control for all out-of-scope requests: prepare change requests and SOW amendments for commercial approval in Salesforce, and ensure no work proceeds without approved authorization and documentation.
• Financial Accountability (P&L)
• •Own the financial health of assigned projects, including hours burned against contracted hours, utilization, and billing accuracy.
• •Identify revenue, margin, and schedule risk early; flag burn-rate deviations and propose corrective action before budget is exceeded.
• •Drive timely milestone completion and customer sign-off to support accurate billing and revenue realization.
• •Protect services margin by preventing unbilled scope: no out-of-scope work proceeds without an approved change order.
• Delivery Quality and Governance
• •Apply AppGate's global delivery methodology consistently across engagements.
• •Keep engagements aligned to each customer's security posture, network segmentation, identity, and compliance objectives, not just go-live.
• •Contribute to delivery documentation standards and templates used across the commercial book of business.
• •Identify resource constraints and delivery bottlenecks, and propose solutions.
• •Provide regular delivery and financial reporting to the RVP, Customer Solutions.
• Internal Contribution
• •Contribute to commercial capacity planning and resource forecasting.
• •Support pre-sales by reviewing SOW drafts, validating scope and delivery feasibility, and flagging delivery risk before commitments are made. This role does not commit scope, timelines, or pricing to customers.
• Required Qualifications
• •5+ years of experience as a customer-facing project or delivery manager, including at least 3 years on cybersecurity or networking engagements.
• •Experience managing complex B2B technology implementations.
• •Demonstrated ability to manage scope, schedule, budget, and stakeholder expectations across structured, milestone-driven commercial IT or security projects.
• •Experience managing project financials in a services P&L environment, including budgets, burn rate, utilization, and billing.
• •Working knowledge of network segmentation, identity, and access control concepts sufficient to manage delivery without engineering translation.
• •Strong written and verbal communication skills, with the ability to produce and present delivery documentation to a professional standard.
• •Ability to challenge customers and internal teams constructively when necessary.

Preferred Qualifications

• •PMP, PRINCE2, or an equivalent project management credential. Proven delivery experience matters more than the credential.
• •Experience delivering identity and access management (IAM), Zero Trust Network Access (ZTNA), or enterprise security platform deployments.